Location: New York,NY, USA
Full Time Salary (Based on Experience) **Required Years of Experience**
2 years
We are currently seeking a passionate Concierge Service Manager to join a new and exciting ecommerce venture that brings the magic of the Eleven Madison Park experience to peoples homes. This person willbe the inaugural member of our Concierge team and will play a key role in providing our customers with a delightful and seamless experience. This is a unique opportunity to join a world-class team and help drive our mission to help people eat more plants as well as contribute to easing food insecurity in our community.Led by Chef Daniel Humm, Make it Nice is an NYC-based restaurant group that's behind Eleven Madison Park, made up of diverse, passionate people who share a joy in making others happy through delicious food and gracious hospitality.
**Overview of Responsibilities:**
* Interact with customers on a daily basis; prioritize and respond to customer inquiries in a timely manner
* Manage and train a growing team of concierge service associates and build a positive culture to support our customers, our business and the team
* Provide reactive support to our customers as well as proactive approach to improve the customer experience
* Liaise with the Operations and Kitchen teams to troubleshoot and de-escalate customer service issues with a sense of urgency and be empathetic toward the customer
* Create weekly and monthly service reports and develop an internal knowledge base as customer service best practices
* Serve as the voice of the customer internally, providing feedback on customer pain points and working cross-functionally to improve the customer experience
* Collaborate with Eleven Madison Park Guest Relations Team to manage monthly reservation access and inquiries for ecommerce customers
* Collaborate with the brand team to proactively manage our membership program with personal touches and help foster a sense of community
* Internalize the Make It Nice culture and translate into everyday actions when interacting with customers
**Requirements for Success:**
* Bachelor's degree or equivalent experience
* 2+ years of concierge service experience
* Strong leadership skills with 2+ years of experience as a supervisor
* Background in luxury goods, fine dining or hospitality preferred; experience in a high-growth ecommerce environment is a plus
* English is your native language
* Able to work flexibly for coverage needs
* Experience with Shopify, Mailchimp and Tock reservation platform is a plus
* Strong oral, written, and interpersonal communication skills
* Strong computer skills with high proficiency with Microsoft Office and Outlook
* A natural problem solver with a collaborative spirit
* Ability to prioritize and make decisions quickly in a fast-paced environment
* Highly organized and detail oriented
* A growth mindset and the ability to work both independently and in a team environment
* The success of this role will be primarily measured by customer satisfaction, service efficiency, as well as overall team engagement
**Compensation Details**
Compensation: Salary (Based on Experience)
Benefits & Perks: Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, 401k, Commuter Benefits, Dining Discounts
**Required Skills**
custoemr service, guest relations